Card Management FAQs

The card management screen on the Heritage mobile banking app allows you to view all active cards associated with your membership and access handy features including:

  • Cancel or place a card on hold
    • Misplaced card – this allows the customer to place a hold on any misplaced card; once the customer locates the card, they can easier unlock their card.  Existing recurring/pending payments will not be affected
    • Lost or stolen card – customers can easily cancel their card if it becomes lost or stolen
    • Damaged card – if a card is not working, customers can cancel and order a replacement card
  • Block/unblock online, international in-store or all card payments
    • Customers now have the ability to block/unblock certain transaction types
      • All card payments – this will block all card payments.  Existing recurring/pending payments will not be affected
      • Online Payments – this will block transactions being performed online.  Existing recurring/pending payments will not be affected
      • International In-store – if you are not travelling overseas, you can block in-store international transactions.  Existing recurring/pending/internet/Australian in-store payments will not be affected
  • Order or Activate a card
    • When a customer is cancelling a card, they are prompted to order a replacement card

The card management feature can be easily accessed after logging into the app and selecting the ‘Manage Cards’ icon.  Then, select the card you would like to view and follow the prompts. 

Temporary lock for misplaced cards

If you have misplaced your credit card, you can apply a temporary lock while you look for it. This lock can only be applied and removed by the primary card holder.

Note: The temporary lock only applies that particular card. Any additional cardholder’s cards will not be locked.

To apply a temporary lock:

  • Select ‘Manage Cards’ from the home page of the Heritage Bank app, then select the card you would like to apply the lock to by tapping the settings icon
  • Select  ‘Misplaced card’ and follow the prompts

To unlock the card once you have found it, select the card that has been locked from the cards view by tapping the settings icon and select Unlock card. A pop up will appear, select Yes, then select ‘Done’.

Cancel Card

If your card has been lost or stolen you can permanently cancel your card and order a new one. Your additional cardholder’s card will also be cancelled.

To cancel your card:

  • Select ‘Manage Cards’ from the home page of the Heritage Bank app, then select the card you would like to cancel by tapping the ‘settings’ icon
  • Select ‘Lost, stolen or damaged card’, then select ‘Lost or stolen card’ and follow the prompts.

A confirmation screen will appear, select ‘Done’

Note: A new card will be sent to you within 7-10 working days.

Damaged card

If your card is damaged, you can order a replacement card by:

  • Select ‘Manage Cards’ from the home page of the Heritage Bank app, and then select the card you would like to replace by tapping the settings icon.
  • Select ‘Lost, stolen or damaged card’, then select ‘Damaged’ card
  • Select ‘Order’ to confirm you would like to replace the card.

Note: A new card will be sent to you within 7-10 working days.